Systemic Barriers

Some things that hinder empathy can be caused by the process itself. For example.

• You or your client has had a difficult past experience that affects both perception and behavior.
• We all have other responsibilities (e.g., deadlines, meetings, etc.) that compete for our time and energy.
• The atmosphere is hectic where we work and sometimes it’s easy to be distracted or fatigued.
• Our own personal lives can be hectic and it’s easy to be distracted or fatigued.
• We work hard to establish resources, but sometimes there just isn’t anything to offer a client.

Systemic Solutions

Some simple ways we can address the systemic barriers to empathy are to…

Be Deliberate:

• Work to be fully present with every person;
• Get rid of any distraction;
• Check your understanding of the situation;
• Make eye contact (when culturally acceptable);
• Be sincere;
• Repeat key information from speaker to check understanding;
• Let the other person talk;
• Be respectful of their time;
• Avoid public discussion;
• Follow up on previous conversations;
• Do what you say you’ll do;
• Say what you mean and mean what you say;
• Be honest and open.

Prioritize Other Work:

• Keep your other work organized so you can dedicate the time needed to your clients

Establish Relationship:

• Show respect by not making people wait
• Smile
• Address individuals by their surnames
• Shake hands if culturally acceptable
• Make it easy to ask questions
• Share your contact information
• Don’t use DHS jargon or acronyms
• Take any and all actions possible while the person in the office
• Give information on what to expect next
• Follow up on resources you’ve given
• Return calls promptly